Social Media Ops Support Specialist

hace 7 meses

Ciudad de México Klar A tiempo completo

**What is Klar doing?**:
Klar es una fintech mexicana cuya misión es democratizar y revolucionar la forma en que los servicios financieros se han prestado en México, especialmente porque la mitad de la población no tiene una cuenta bancaria. Hemos atendido a más de 2 millones de usuarios desde nuestro lanzamiento en 2019
Estamos cambiando este escenario al ofrecer un producto tecnológico que permite a los usuarios administrar su dinero a través de una aplicación móvil y web. Los usuarios pueden retirar o depositar dinero de cualquier cajero automático, también pueden usar la tarjeta en las tiendas e incluso hacer pagos en línea. No tenemos sucursales, todo se hace y gestiona a través de la aplicación.

Buscamos un Social Media Support Specialist que se encargue de promover el engagement en Redes Sociales oficiales de Klar por medio de la interacción con clientes y no clientes y la correcta canalización de sus requerimientos.

**Tus tareas**:
Como Ops Support Specialist de Social Media, tus responsabilidades serán:

- Comprender cabalmente los productos y servicios ofrecidos por Klar.
- Alinear el contacto con las políticas, normas, metas y lineamientos de la empresa y del área.
- Participar en mejoras de procesos y prácticas del área.
- Cooperar con otras áreas en la solución de problemas comunes o requerimientos de clientes.
- Reportar a tu Team Leader anomalías detectadas en el flujo de contactos, funcionamiento de plataformas u otros que puedan afectar la operación.
- Generar interacción en Redes Sociales en función del contenido publicado y manteniendo el Tono de Voz establecido para estos medios.
- Orientar a clientes y no clientes con respecto a requerimientos básicos y canalizarlos a Atención al Cliente de ser necesario de una manera oportuna y efectiva.
- Hacer seguimiento y proporcionar información sistematizada sobre los tipos de interacción recibidos
- Investigar, desarrollar e implementar procedimientos que reduzcan los tiempos de respuesta en estos medios.
- Otras asignadas según necesidades.

**Tu perfil**:
Al menos 6 meses en cargos similares.

Deseable: experiência en Marketing, Atención al Cliente, Publicidad, Relaciones Públicas o similares.

Preparatoria finalizada. Formación universitaria en proceso, trunca o terminada.

Deseable: conocimiento en productos y servicios financieros, formación en Atención al Cliente y/o Community Management.
- Manejo intermedio / avanzado de G-Suite
- Manejo básico de hojas de cálculo
- Manejo intermedio / avanzado de Redes Sociales (Instagram, Facebook, Twitter, TikTok)
- Manejo de plataformas de soporte a usuarios o Customer Care (Freshdesk, Zendesk u otros)

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